Five Tips for Building Strong and Enduring Customer Relationships

Contrary to what many pundits say about utilities' inability to provide service levels rivaling those of other types of providers, utility companies actually perform relatively well on standard metrics used to measure loyalty and satisfaction among consumers. However, while these metrics tend to reflect and reward strong operational performance, an area that has been the primary focus of utility companies for many years, these metrics do not necessarily capture the full essence of the relationship or the extent to which customers feel connected to and engaged with their local utility company.